Short Report

To: John Smith, District Manager
From: Albert Johnson, Store Manager
Date: October 1, 2008
Re: Incident on September 26, 2008

Description of Incident

On Sept. 26, 2008 at approximately 2:30 p.m. a customer arrived to exchange an item that was neither purchased nor available at our store. The item was missing the tag and the receipt was not provided. When the clerk explained to the customer that they could not accommodate their requests the customer became irate. The customer began to yell loudly and threaten the clerk. Luckily the situation did not become violent and eventually the customer walked away from the counter but the matter of the item was never resolved.
I was notified 20 minutes after the initial incident, and eventually confronted the customer personally. After explaining our policies and examining the item I helped the customer realize that the item was in fact not purchased at our store, and in turn could not be returned here. I then talked to the clerk, who was emotionally distressed over the situation, and attempted to calm them down. Upon calming them down, the employee proceeded to explain that they did not think they would be able to handle the stresses of the job and gave me their resignation.
Causes of Incident
The clerk was on her second day of working at Macy’s and was at the time working alone. The employee was not trained to handle returns and exchanges as well as she should have been. The clerk should have called for manager assistance along with store security immediately when the customer became frustrated.